Travel & Leisure

Starwood Six Sigma and Innovation

Instead of hiring the usual ethnographers or consultants, Westin owner Starwood Hotels & Resorts Worldwide Inc. turned to Six Sigma, a management process known for reducing defects and increasing efficiency.

Hotel Satisfies Customers with Defects

I read this story a long time ago about a hotel chain that learned that customers were happier if they experienced a problem and it was fixed than if they had a defect free stay. I must have told this story a few dozen times without remembering where I read it. I finally found the…

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How Six Sigma Works in the Hotel Industry

John Corr’s comment (9 March 2007) in Andrew Downard’s Six Sigma Sucks blog (1 August 2006) showed the lack of understanding of how Six Sigma is applied in the service industry. While preaching a certain methodology it’s good to do some research first. A great example of how Starwood does continuous improvement in its hotels:…


Six Sigma at NBC Universal

The 30 Rock Six Sigma reference got me thinking about Six Sigma at NBC Universal… not much searching later I found a Six Sigma educational video produced by the quality team at NBCU and narrated by Linda Hildebrandt, a Master Black Belt on the quality team. The self-made video is professional quality (would you expect…


Six Sigma at Starwood Hotels and Resorts

From Indonesia to Malta, Six Sigma is a welcome guest at Starwood hotels. Launched early in 2001, Six Sigma is entering it’s sixth year at the hotel, which still holds the acclaim of being the only hotel with a corporate-wide Six Sigma initiative. Starwood properties each have a Six Sigma Council that organize and prioritize…